The world is becoming a more process-centric place and to a large degree, rightfully so. The wide acceptance of standards around processes for organizations, specific types of interaction, and data exchanges has, in general, lifted the quality of the goods and services we receive from most organizations on a daily basis, while reducing the cost. Within many of these organizations, the ones that have grown and matured are the ones focused on the care and feeding of these processes, and the services they support. Unfortunately, in some cases the pendulum has swung too far. The focus on process has become an anchor dragging on organizational agility and performance. Is your organization too focused on process and not enough on performance? Here are 3 quick ways to check the pulse of your process-oriented organization:
Check your outcomes: Performance management systems are critical to understanding how your organization drives performance and spotting areas for improvement. Make sure that your performance management system is truly measuring the performance of the system, including outcomes. Knowing that 99% of transactions were completed within a service specification is great. Knowing that 99% of the customers of that service were happy with it is even better.
Check your peers: Having a mature and well understood process is great. However, as time moves on you need to keep an eye on innovations within your peer, and near peer organizations. Nobody wants to be sitting on top of a process that is repeatedly, accurately, and steadily increasing the lag between your performance and that of your peers. Understanding where other organizations are succeeding, and developing an ongoing process for accommodating process innovation is critical to maintaining organizational performance while you maintain your process orientation.
Check with your people: One of the first places you will find out about a lagging or underperforming process is at the water cooler. Unfortunately, if you aren’t there when the conversation happens, you may miss a great opportunity to change course and intercept a failing process before it impacts organizational performance. It is critical that an internal feedback loop for processes be in place and that process innovation be a part of organizational culture. Don’t be afraid to allow employees to provide input into your processes. After all, hopefully these are your foremost experts in these processes.
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